Officer, Service Standardisation at Stanbic IBTC Pension Managers Limited

Job Description

The Service Standardization officer’s main job purpose is to ensure that service standards are attainable and achieved across all service channels as well as to promote the service culture throughout the organization whilst ensuring that the processes remain client centric and reasonable. The officer also ensures quality Customer Service delivery as well as adherence to set standards by analysing data of previous interaction and client behaviour to establish market/industry trend for new product or service design. The Service Standardization office coordinate and improve processes and also report to relevant stakeholders

Qualifications

• Minmum of a B.SC/B.A in any course
• Professional certficationn is also an added advantage
• In-dept knowledge of service assurance

Behavioural Competencies

• Generating Ideas
• Providing Insights
• Pursuing Goals
• Understanding People

Technical Competencies

• Client Knowledge
• Customer Understanding
• Client Retention
• Client Cross and Up-selling